Smart Zambia Institute National Coordinator Percy Chinyama notes that digital platforms are a crucial step towards ensuring more efficient, transparent and inclusive public service delivery in Zambia.
He says digitalisation systems are a key component of Zambia’s national e-Government strategy.
Mr. Chinyama adds that digitalisation systems are a vital instrument for responsive governance that empowers citizens and transforms how government institutions deliver services.
Mr. Chinyama said this in a speech read on his behalf by Smart Zambia Institute Director for Government Digital Services Mulomba Hemeja, at the official opening of a Citizen Support Portal training for Public Relations and ICT officers in Lusaka.
Mr. Chinyama disclosed that the officers are expected to be frontline champions of the Citizen Support Portal across various government institutions.
“The Citizen Support Portal is not a standalone system. It is a key pillar of our national e-government strategy designed to transform the way government engages with its most important stakeholders, the citizens,” Mr. Chinyama said.
He added that the platform allows citizens from any part of the country, including remote areas like Shang’ombo, to log service-related queries and receive timely feedback using their mobile phones, without the burden of traveling to government offices.
“This is what the platform represents, equity, convenience and responsiveness. It removes the need for physical presence, reduces delays and builds public trust in government institutions,” he emphasised.
He noted that the Citizen Support Portal offers benefits including one-stop access to multiple government services, equitable service regardless of location or income, reduced need for travel, and greater voice for citizens in shaping service delivery.
He further stressed that participants are not merely attending a training session but are part of a broader digital transformation agenda that demands accountability and performance.
“Smart Zambia Institute expects each participating institution to actively monitor and manage their dashboards, resolve tickets promptly, and provide regular updates on the portal. Unresolved queries will no longer be business as usual,” Mr. Chinyama warned.
He pointed out that the role of PR and ICT officers is now more crucial than ever, urging them to move from passive communication to proactive citizen engagement.
“You are not just communicators, you are ambassadors of digital transformation. It is no longer enough to simply share information on social media or websites you must ensure that queries are responded to in real-time and that the feedback loop is closed,” he said.
Mr. Chinyama concluded by calling on all participants to return to their institutions as master trainers, problem solvers, and advocates for a digitally inclusive public service.
“You are carrying back more than just a certificate, you are carrying a national mandate,” he said.
